CUSTOMER PERCEPTION ON SERVICE QUALITY OF COMMERCIAL BANKS: A CASE STUDY IN PENANG, MALAYSIA
Journal Title: Academic Research International - Year 2013, Vol 4, Issue 5
Abstract
The main objective of this study is to identify customer’s perception on the service quality dimensions in commercial banks in Butterworth, Penang. In this study three commercial banks are chosen to be analyzed. These banks are Public Bank, CIMB Bank and Maybank that is located only in Butterworth. The results show that the most important service quality practice on customer’s overall satisfaction is responsiveness as it is perceived as a dominant service quality. The results also reveal that the service quality dimension (independent variables) of attentive, flexibility, communication, friendliness and responsiveness are positively and significantly influencing the dependent variables (customer’s perception). Thus, this present research concluded that service quality is the basic and also most important factor that influences the overall customer perception in preferring the services of Banks. This finding reinforces the need for banks managers to place an emphasis on the underlying dimensions of service quality especially on responsiveness and should start with improving service quality in order to attract more customers in future.
Authors and Affiliations
Santhi Appannan, Barathy Doraisamy, Teoh Hui
Keywords
Related Articles
- EP ID EP152614
- DOI -
- Views 72
- Downloads 0
THE IMPACT OF ICT ON THE CLEARING OF GOODS AT GHANA PORTS: A STUDY OF TEMA AND TAKORADI PORTS
The emerging requirements for freight transportation lead the logistic sector to focus on the implementation of integrated information systems to improve the provided services (Caris et al., 2008). Th...
LEGAL REVIEW ON NGLURUG BY MUD-AFFECTED PEOPLE AGAINST GOVERNMENT OF INDONESIA AND LAPINDO BRANTAS CORPORATION
Legal culture will form the legal consciousness of people in a country. Country through the government as the organizer of national and state has a very important role to create prosperity for their people iincluding the...
MICRO-CONTROLLER BASED CUMULATIVE GRADE POINT AVERAGE (MICGPA) CALCULATOR
As enrollment of students into tertiary education in Nigeria continues to increase, the need for an efficient and speedy method of measuring academic performance of students has become more significant. This study desi...
IMPLEMENTATAION OF PITCH ANGLE WIND TURBINE POSISION FOR MAXIMUM POWER PRODUCTION
This study implementation to trace the position of pitch angle wind turbine on the wind energy conversion system (WECS). The accurate position could maximize mechanical power. This evidence can be achieved by developing...
PHYTOCHEMICAL SCREENING AND ATOMIC ABSORPTION SPECTROSCOPIC STUDIES OF SOLVENT TYPE EXTRACT FROM LEAVES OF TERMINALIA CATAPPA, (ALMOND)
Leaves of Terminalia catappa (almond) were phytochemically screened for Natural products using solvents of varying polarity: n-C6H14, CH2Cl2, EtOAc, CH3CH2OH and H2O. Phytochemical screening of the leaves revealed sele...